Customer Contact Blog
Posted by BrendanRead; on Jan 29, 2016
There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Posted by BrendanRead; on Dec 18, 2015
More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
Posted by njamison; on Dec 15, 2015
Themes from Cisco Collaboration Summit 2015
Posted by BrendanRead; on Nov 05, 2015
Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.
Posted by BrendanRead; on Oct 30, 2015
3D Printing is beginning to revolutionize manufacturing and disrupt the supply chain. But ultimately 3D Printing will radically alter the Customer Experience including changing customer service and service delivery.
Posted by BrendanRead; on Oct 05, 2015
Well-trained super agents have been touted as the future of contact centers. But a more realistic option is the use of UC&C-equipped expert assistants.
Posted by BrendanRead; on Aug 19, 2015
eCommerce has become entrenched as a retail channel but one where customers still tend to browse rather than buy. Companies must take steps to improve the Customer Experience to grow online sales, particularly from mobile devices.
Posted by MDeSallesPA; on Jul 30, 2015
One of the key foundational elements along the customer journey is having a multi-channel analytical framework that captures and analyzes customer interactions—both traditional and digital channels. Once the groundwork is established, the next step i…
Posted by BrendanRead; on Jul 29, 2015
Category : Customer Contact
Canada is again becoming attractive for nearshore contact centers thanks to a weak Canadian dollar. But U.S. and U.S. serving companies should think twice about going back with traditional centers. Instead they should consider the alternative of work…